IntelliSUITE – NEW!

With IntelliSUITE our newest enterprise workforce management solution, you can generate schedules, track actual hours worked, confirm hours worked for payroll, have an audit process for hours worked, and track time spent per task to gauge efficiency and effectiveness across your organization.

IntelliVIEW – NEW!

IntelliVIEW is Pipkins’ new mentoring and collaboration tool. It allows managers, supervisors and team members alike quick and easy ways to interact and communicate with each other, and it’s conveniently embedded inside your Pipkins’ workforce management suite.

IntelliTRACK – NEW!

Forget about the standard time clock apps you’ve used. Pipkins’ cloud-based IntelliTRACK is a time clock, a task tracker and more. And, it can be used by your entire workforce, including at-home and offsite workers.

WebAccess

WebAccess was created to improve communication and automate many routine tasks for agents and their supervisors. Streamlined communications and process automation are critical for organizations to enhance employee morale by providing the necessary tools to perform day-to-day tasks in fast, efficient ways.

Performance Management

Pipkins’ Spreadsheet Performance Management consolidates real-time performance data into customizable reporting and dashboards so you can get the actionable data you need to move the needle. The performance of agent, team, and group metrics can be quickly delivered to every level of organizations from the front office contact center to the back office by utilizing Key Performance Indicators (KPIs).

SwiftPik for iOS

Mobile Access

Mobile device support is now offered exclusively for Pipkins Vantage Point WebAccess module. This enhancement enables users equipped with smart phones or tablets to check agent status at a glance, modify schedules with a click while in meetings or off-site, send messages and notifications and view reports from hundreds of miles away.

Real-Time Adherence

If your agents are not adhering to the optimal schedules delivered by the workforce management system, this will contribute to lost time and higher costs, which hurt your bottom line. Real-Time Adherence is a key ingredient in managing your workforce and delivering industry standard KPIs, while improving your overall productivity.

@HomeVantage

Pipkins’ @HomeVantage gives organizations the ability to effectively manage their agents as the “Home Shoring” phenomenon continues to rapidly grow. Companies want to offer highly skilled employees a flexible work environment, making at-home scheduling even more important.

PIPKINS Enhances Industry-Leading Workforce Management System With New Wireless Capability

ST. LOUIS, MO – January 27, 2000: – Software developer Pipkins, Inc. today announced that its premiere product, Maxima Advantage, is now available with a wireless interface. For the first time, via any wireless browser-enabled device, call center supervisors can now make schedule changes, schedule overtime, re-deploy personnel, and monitor agent adherence from anywhere in a call center.

Traditionally, supervisors have had to be at their desks to perform such tasks at the expense of being free to roam the call center floor and manage the agents. Now they can do both — and with the added benefit of having real-time information.

“This new wireless capability enables supervisors to make intra-day schedule modifications such as overtime requests and early shift releases, plus check adherence to individual schedules and more,” said Jim Pipkins, President and CEO of PIPKINS. “Not only does it make the manager more effective in his or her work, but it raises employee morale and ensures that the call center’s greatest asset base — its people — runs at peak efficiency.”

“We are only one part of the enterprise solution, so we design our software to be compliant with open industry standards,” said Joel Gilbert, Chief Information Officer. “This is why we were able to incorporate wireless service so quickly and at the best value to the customer. Wireless Advantage combines the robust features of Maxima Advantage with the mobility afforded by the latest in handheld devices.”

Forecasting and Scheduling

Maxima Advantage enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. Further, its open design allows for the complete integration of all CRM technology.

At the heart of the system is the FORECASTING module, which features Merlang®, PIPKINS’ proprietary optimization algorithm. Merlang technology leverages historical data to help users plan for special events (e.g. direct mail drop, new product offering) which can materially impact forecasted call volumes. Without this unique capability, forecasts could be inaccurate, thereby causing over or under-staffing-the center’s worst enemy.

Staffing REQUIREMENTS are calculated based on user defined service levels such as tolerance for percentage of calls abandoned, percentage of busies, indirectly occupied time, and mean time to answer. The system’s flexible, rules-driven SCHEDULER provides the optimal lowest-cost schedule while accounting for factors such as agent preferences, seniority, or other user-defined parameters.

SKILLSENSE™ is PIPKINS’ proprietary technology that enables centers to realize the synergies inherent in a multi-skill environment. A skill is typically defined as a type of call offered by the ACD. By establishing skill sets (groupings of agents with common skills) and mapping them to the appropriate queues, the system can schedule the proper mix of agents to optimally handle the calls forecasted.

In addition to pre-configured reports, users can customize and save report layouts similar to that of off-the-shelf database packages. The system’s Recurring Jobs feature allows users to schedule jobs to run at specified times, eliminating the need for the supervisor to manually set variables and fire off the same job day after day or week after week.

Optional modules are also available for the system. The Real-Time Adherence module, for example, allows supervisors, via a real-time feed from the ACD, to continually monitor the status of agents. To lessen routine tasks for supervisors, the Web Agent Viewing And Empowerment (WAVE) module allows agents to view schedules, request time off, and swap schedules among themselves. Supervisors merely approve any changes made by agents.

For specific pricing information, or to learn more about Maxima Advantage and its full complement of workforce management features, contact PIPKINS at 314-469-6106, or visit www.pipkins.com.

About Pipkins Inc.

Pipkins, Inc. (PIPKINS), founded in 1984, is the leading supplier of workforce management software (Maxima Advantage®) and services to the call center industry. Maxima Advantage, which features Merlang®, PIPKINS’ proprietary optimization algorithm, is the most robust and feature rich system available. It enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. Its open design allows for the complete integration of emerging CRM technology. PIPKINS’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. Corporate Headquarters: St. Louis, Missouri. Inquiries can be made on the Web at http://www.pipkins.com.

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IntelliSUITE – NEW!

With IntelliSUITE our newest enterprise workforce management solution, you can generate schedules, track actual hours worked, confirm hours worked for payroll, have an audit process for hours worked, and track time spent per task to gauge efficiency and effectiveness across your organization.

IntelliVIEW – NEW!

IntelliVIEW is Pipkins’ new mentoring and collaboration tool. It allows managers, supervisors and team members alike quick and easy ways to interact and communicate with each other, and it’s conveniently embedded inside your Pipkins’ workforce management suite.

IntelliTRACK – NEW!

Forget about the standard time clock apps you’ve used. Pipkins’ cloud-based IntelliTRACK is a time clock, a task tracker and more. And, it can be used by your entire workforce, including at-home and offsite workers.

WebAccess

WebAccess was created to improve communication and automate many routine tasks for agents and their supervisors. Streamlined communications and process automation are critical for organizations to enhance employee morale by providing the necessary tools to perform day-to-day tasks in fast, efficient ways.

Performance Management

Pipkins’ Spreadsheet Performance Management consolidates real-time performance data into customizable reporting and dashboards so you can get the actionable data you need to move the needle. The performance of agent, team, and group metrics can be quickly delivered to every level of organizations from the front office contact center to the back office by utilizing Key Performance Indicators (KPIs).

SwiftPik for iOS

Mobile Access

Mobile device support is now offered exclusively for Pipkins Vantage Point WebAccess module. This enhancement enables users equipped with smart phones or tablets to check agent status at a glance, modify schedules with a click while in meetings or off-site, send messages and notifications and view reports from hundreds of miles away.

Real-Time Adherence

If your agents are not adhering to the optimal schedules delivered by the workforce management system, this will contribute to lost time and higher costs, which hurt your bottom line. Real-Time Adherence is a key ingredient in managing your workforce and delivering industry standard KPIs, while improving your overall productivity.

@HomeVantage

Pipkins’ @HomeVantage gives organizations the ability to effectively manage their agents as the “Home Shoring” phenomenon continues to rapidly grow. Companies want to offer highly skilled employees a flexible work environment, making at-home scheduling even more important.